20 Customer Reviews of “Pure Telecom”

Review by teri, March 30, 2018

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OMG .. this company is a seriously bad one !!! stay away at all costs I don’t even get 1 g and they will not let me leave… They are great at stalling every process and totally lied to me at the begining .. I am bringing them to court and reporting them .. I dont even get internet at all most days !! how can they get away with this .. I am seeking legal advice and stopping all payments to them.

Review by Noreta, November 21, 2017

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Just to follow up from the below review – the €10 charge for the returned direct debit DOES NOT include VAT. So this makes €12.30 in total to them which brings my grand total for the broadband last month to €67.30. Nice. ALSO, I asked to cancel my DD, this will cost me an extra €2 per month, grand says I… Oh but also we’ll take back the discount that we gave you at the start to suck you in with a cheaper bill for the first few months!! WTF!!!

Review by Noreta, October 27, 2017

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I cannot wait to be out of contract with these guys. The service is grand, the connection is always good, however their customer care is abysmal. They obviously don’t care about repeat custom or customer satisfaction. It’s not that any of the people I’ve been dealing with have been unpleasant, but their policies suck.

They set you up for a direct debit, fine. You ask for a certain date, they say no… we just have the one billing cycle and that’s just the way it is. Fair enough, awkward but ok we can work around it once we know. So the payment date every month is the 26th. Ok.

Log into my online banking last night, to discover they had tried to take the payment the 23rd!!? So now they charge you e10 (YES… TEN EURO!!!) for a bounced DD. The bank also charge you e10 for the bounce. So I obviously reach out to them, and get a fast response in fairness, which basically said ooh sorry about that but tough titty the DD can vary. What? Looked up the FAQs and the Terms. Can find nothing about the DD date varying.

So I call. Their stance is that they send you the bill 14 days before the DD date and this will state your payment date each month. Well I don’t bloody check the bill each month for a DD date as I was told that it was always the 26th and it can’t be changed! Apparently though, it can be changed, but only when it suits THEM and not the customer.

So this month I may as well have paid e65 for my broadband service. They will not refund any fees. I am in contract until Feb and if I want out I pay e150. I will be out of there as fast as I can and I certainly would not recommend them to anyone. They are not one bit customer focussed with their policies.

Review by gentcore, April 18, 2017

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Over all i had a decent enough experience with Pure Telecom but their customer service is pretty poor and they are not helpful at all. The performance and reliability of the service was pretty decent, but the modem/router they provide is pretty cheap and useless.

Value wise they are pretty good as well but they have a very long contract and you dont want to leave that contract early.

I got caught when i thought it was 12 month contract, i switched after 16 months and they absolutely destroyed me with fees for those 2 months i had left. I was willing to pay the 2 months service left but they were not open to discussing the matter, they just wanted their termination fees and they are very very high. I ended up with a termination bill of 310 euro because they don’t really care about your customer experience.

Review by andrew, March 10, 2017

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Pure has to be the worst company I have ever dealt with.
I signed up to them 2 weeks ago, yet they still haven’t got around to posting me out a modem.
I got a fairly rude text from them to say the fibre would be installed at our house last Friday morning, and make sure you are in when the engineer calls, or a €60 missed appointment fee applies.
I had to take the morning off work.
On the Thursday, they phoned to change it to the afternoon.
I had to take the rest of the day off.
Waited in all day Friday to no avail, no engineer, no phone call, nothing.
I rang them on Tuesday to see what was the story,
When I explained I had lost a days wages waiting in, I wondered if the missed appointment charges applies when THEY miss an appointment. No prizes for guessing the answer.
At this point I had had enough, and told them to cancel the whole thing. They can whistle for anything owed. Not a cent will they get.

Review by Steven, February 24, 2017

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Only been with them a few days but they seem fine so far. Felt they deserve a review which I usually wouldn’t bother with.

Will update in a few weeks/months.

Review by PureDisappointment, November 4, 2016

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If you are looking for pure disappointment and pure frustration then Pure Telecom truly delivers, if you are looking for Fibre Broadband, keep looking.

I was pleasantly surprised to hear from one of their field sales reps that Fibre Broadband with 1000 Mb/s is newly available in my area (Cork City). That speed was the only reason I decided to switch. The sales rep assured me that the offer really is for 1000 Mb/s, newly developed network on my street, limited connections per street, act fast or there will be no spot left (20 sockets per street). I silence the little voice in the back of my head that said “it’s too good to be true, don’t do it” and signed the contract.

Since the current connection was on my roommates name, she cancelled her contract, just in case. A few days later, after signing, a letter arrives confirming the order with another page with the Universal Account Number on it.

A few weeks go by and nothing, suddenly no more internet, the contract with the previous ISP was terminated. So I check the letter again they sent me and on the second page, with the UAN, the mention that there is an issue with the order and I should contact them and they will also contact me regarding the issue. Of course, they never did and I wasn’t aware of a problem since I thought the letter was just a confirmation of the order.

So this is about 3-4 weeks after the sign up. The next business day I call their customer service, they tell me the UAN is incorrect. After checking that the UAN is correct, I call back and then they need the line phone number to process the order. I give them that as well. A few more days pass and I call them again since no one called me back, although they said they will.

Now they tell me that they need to take ownership of the landline from Eir since there isn’t an active contract on the line, it goes back to Eir. This process can take up to 21 days. I politely asked to escalate this since I’ without internet and I ordered over a month ago. The customer care agent promises to deal with it and call me back. Of course he didn’t call me back. Actually none of the agent did, although they all promised to do so.

2 days later I call again to check if all is good now with the activation. Finally some light at the end of the tunnel- all good on the back-end and I even have an appointment for a technician to come and set it up. He was supposed to come in 2 weeks. Again I asked to escalate and get me a better date since I’m without internet for 2 weeks now and don’t want to wait another 2.

Just in case, I send a complaint to their complaints email in hopes of getting a faster installation time describing my whole ordeal thus far. I get a response where I’m told that 1000 Mb/s isn’t available at my address, best they can do is 70! 70 Mb/s !!!??? That’s 3 times slower than I had, why would I want that? I ask if they can at least match the speed I had but they can’t even do that.

I cancelled the order now. In short: sales rep will lie to you; if something is wrong, they will not call you; if they say they will call you back, they will not (customer service). Worst customer experience ever. Will never consider to use any of their services in the future and will try to warn as many potential new customers as I can.

It’s a bit long now but I hope it helps someone to make a better decision than I did.

Review by aidan, November 2, 2016

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Stay clear of Pure Telecom we are with them now 7 weeks and broadband hasn’t worked for one full day since. Never had a problem with Eircom for 4 years before signing up with them.

They have had Eircom out twice and have replaced the modem made no difference. Currenty have Comreg fighting my case to try and cancel contract so I can move back to Eircom!!

Review by bedlam9999, October 27, 2016

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absolutely useless, avoid, customer service is pathetic, got a credit cos i was having so many problems with dropped connections, and the next month they tried to charge me for the credit they gave me, a bunch of absolute charlatans. As soon as my contract is up im getting as far away from these jokers as possible

Review by ask1597, June 14, 2016

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Setup process was a disaster area but overall i have to say once all the issues were sorted out i found the speed.cost & reliability to be the best on the market.
Will say they could use getting comreg onto eircom for high lead times when sorting out issues.I would not expect this to happen every time but it very much so seems that as per usual have issues getting the finger out.Got the first month comped due to hassle must say very happy with the service .special thanks to the operations team at pure for keeping the pressure on eircom and getting it sorted out .Dropped a star due to high lead times and unclear information when chasing an actual date when the line would be fully active

Review by Aaron, February 16, 2016

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I have phoned pure telecom 3 times and requested a call back the first two times, no call back. Third time I phoned i was told that they will send out someone to my home within a week, it’s been three weeks and nothing. Clearly they don’t need business to much . Really poor

Review by Stefanos, October 11, 2015

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I have lived in 3 different places in Limerick.

Since I am not from here, in my first place, I chose what seemed to be best on paper, UPC.
That was a horrendous experience. The customer service is the worst I have ever seen. The performance was good (not as good as they advertise it though). But the worst thing of all, was the reliability. The internet was disconnecting every 5 – 30 minutes. They never resolved the issue.

In the second place I was living, I was essentially a guest, and they had UPC already, with EXACTLY the same problems.

So now that I moved again, and had a choice, I tried with Eircom at first.
They essentially sold me an eFibre connection without them supporting that for my building.
HOW THE F*** is that possible? Anyway, I managed to cancel the contract.

So here I am. Pure Telecoms.
Best ISP so far. No disconnects. Reliable speed at actual, measured, 75+ mbps down and 19+ up. Latency at 17ms. Also good customer service overall.

I took out one star from customer service because every time I called them (when I was trying to get the service), they were scheduling a callback. The first two times I had missed the callback, and had to call again to schedule a callback. I don’t understand why they have to do that. Just talk to me now…. You are the same person that is going to call me back… What the hell?
Anyway, after I managed to register with them everything went smoothly, and I’m really enjoying the service.

Review by Marcus, September 16, 2014

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I have moved to Pure Telecom from Eircom and I have found the service a vast improvement. They are very easy to get through to and I no longer have to wait on hold for ten minutes at a go, if I have a question or a query. I’ve signed up to fibre broadband with them and find the service fast and reliable, and cheaper than the price I was given by Eircom. As I call the States from time to time I have found the move great as their rates are less than half of what I was paying Eircom. Well worth a try!!!

Review by audiebutler, January 17, 2014

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I on behalf of my elderly mother switched her home phone from Eircom to Pure Telecom after a visit from a sales rep. He claimed that her bill would be always €21.99 including vat, line rental and unlimited calls to other landlines. He sold the package on the basis of the upcoming budget in December 2014, when it was already leaked that OAP’s allowance would be cut. Since the switch she has not received any bill to the value of €21.99! The most recent bill comes in at €40.79 with the grand total of 1 call made in the monthly period! Total rip off and I am very disappointed as a customer of the misleading information given to get her to switch her telephone provider.

Review by sarahxfitzgerald, August 21, 2013

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Gave us lots of problems this is a shit Internet don’t waste your time

Review by Katie S, May 30, 2013

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Joined them from the dreadful Eircom. We have been ripped off for years. Recommend Pure Telecom to anyone. Savings and good service

Review by Tony Fitzmaurice, May 30, 2013

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Left Eircom to join pure telecom and have saved a lot of money. Customer care friendly. Can get onto someone without being left on hold for 5 minutes or more. Have an account manager assigned to me. They tailor made a package to my needs and give me calls to review my bill and package and alter it any time I need to. They are honest which is unusual for a telephone company. They haven’t put up their rates in 6 years. Never had a problem with them and would highly recommend them to anyone.

HIGHLY RECOMMEND THEM. GREAT SAVINGS. GREAT SERVICE.

Review by Daniel O Donovan, March 24, 2013

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My parents switched from eircom to this company after they were fed a stream of lies from a salesman. We had trouble from the get go, as they didn’t forward to us the new connection details, we had to call them for the dsl password. Also their connection goes up and down more than an elevator. The connection speed varies also as does the line quality.
Avoid this company as if it was the plague, malaria and the Ebola virus put together.

Review by Donal O'Mahony, October 25, 2012

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My father in law finally escaped the clutches of this joke of a company after 12 months of being stuck with sub standard broadband with terrible customer support.

At one point I rang customer service to report that the broadband had been down for 2 days. The guy I got onto in “technical support” assured me that everything was working fine and that I was essentially imagining the problem.